IT Operations Manager / Technical Support Engineer

I analyze account histories and live system timelines for global Meta users to verify true ownership and help isolate malicious activity.

I maintain a 92% QA score by following security compliance frameworks and corporate policies closely.

I also resolve critical account access issues caused by hacks or forgotten credentials, with a strong focus on customer satisfaction and secure outcomes.

I built and maintained strong customer relationships through direct engagement and trust-based communication.

I consistently exceeded sales targets by 60% through needs-based selling and personalized solutions.

I also handled objections, identified customer pain points, and recommended suitable energy solutions in a target-driven environment.

I served as a primary point of contact for clients, resolving L1 and L2 technical issues while maintaining clear communication and high customer satisfaction.

I translated complex technical problems into simple solutions for non-technical users, improving trust and retention.

I also helped build and scale an outbound retention team from 4 to 20 members, managed scheduling and workload allocation, tracked performance, and reported progress and recommendations to senior leadership.

I am pursuing graduate study in finance with key modules including Financial Markets, Asset Pricing, Corporate Finance, Econometrics, and Portfolio Theory.

I also represented DCU in the CFA Research Challenge.

I completed my undergraduate studies in business administration with key modules including Financial Management, Statistics, Audit, Taxation, and Corporate Law.